Alorica Inc. announced the appointment of Sarah Machan-De Silva as President of the Philippines and Grace Taeza as Chief of Staff for the region. The company stated that these leadership changes are intended to support client outcomes and employee experience in a market that accounts for more than half of its global operations.
Machan-De Silva will oversee operations, client relationships, and business performance across the country. Taeza will report to Machan-De Silva, focusing on aligning strategic priorities and driving execution. In this role, Taeza will also continue to support Alorica’s global finance organization, specifically managing operational expenditure and other financial initiatives.
Brian Delaney, Chief Operating Officer at Alorica, noted that the Philippines has been a central part of the company’s success. He said the new leaders helped drive operational excellence that resulted in high performance rankings from a large majority of clients. Delaney added that the company has deployed AI-powered performance tools globally to provide real-time insights and customized coaching.
Machan-De Silva brings over 25 years of customer experience leadership, including 23 years with Alorica. She previously served as Divisional Vice President of CX, overseeing verticals such as healthcare, travel, hospitality, and entertainment. Her career with the company began as a customer service representative before she moved into senior roles.
Taeza has more than 31 years of experience in finance and business leadership across multinational organizations. During her nearly 10 years with Alorica, she served as Regional Vice President for Finance in APAC, overseeing revenue, profit, and accounting performance. She also leads the company’s global procurement strategy and has contributed to enterprise-wide efficiency initiatives.
The company described these appointments as part of its effort to develop talent from within. Alorica Philippines has received Great Place to Work certifications annually since 2022. The company reported a global employee Net Promoter Score of 75, compared to an industry benchmark of 50.
